Refund Policy

Full refunds

• The companion declines or fails to attend the booking.
• The booking is cancelled by PlusOne Kenya for safety or verification reasons.
• A duplicate or failed payment is charged.
• You cancel more than 72 hours before the booking start time.

Partial refunds

• Cancellation between 24 and 72 hours before start: 50% of the booking amount is refunded.
• A booking ends early through no fault of the customer: unused hours are refunded pro rata.

Non-refundable

• Service charges applied once a companion has accepted a booking.
• The emergency surcharge on bookings made within 24 hours.
• Bookings cancelled less than 24 hours before start.
• Bookings terminated because the customer violated the Community Guidelines.

Timelines

Approved refunds are returned to the original payment method. M-Pesa and Airtel Money refunds typically settle within 24 hours; card and bank refunds take 5 to 10 business days depending on your bank.

Disputes

Raise a dispute from the booking screen within 48 hours of the booking end time. Our team reviews chat records, check-in logs and any safety reports before deciding. Decisions are communicated in writing.